Refund policy

30 Day Return Policy

We accept returns within 30 days of you receiving your order. To be eligible for a return, your item must be in its original condition. You will also need to provide a receipt or proof of purchase.

We will not accept items that have been permanently altered, which includes, but is not limited to, cutting wires, damaging parts, or adding epoxy. If we receive a returned item that has been altered, we may deduct the cost of repair from your refund.

To start a return, please contact us at support@dwe.ai. If your return is approved, we will provide you with instructions on how and where to send your package. Please note that customers are responsible for the cost of return shipping.

Items sent back to us without first requesting a return will not be accepted. If you have any questions about our return policy, feel free to contact us at support@dwe.ai.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For defective item, we offer exchanges, see below.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as epoxy and other adhesives) and custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Warranty Exchanges

We have a 90 day exchange policy for defective products only. If you believe your product is defective, please provide us with your order number, pictures and description of how you are using our product, and any other information to support@dwe.ai. 

Once your exchange has been approved, depending on the product, we will will most likely provide 2 methods for providing exchange service that you can choose from.

Standard Exchange
For customers within the United States of America, we will provide a return shipping label for sending the product back to us. You will be responsible for providing your own packaging. Upon receipt of the returned product, our team will review it and issue a replacement. The expected turnaround time for this process is approximately two weeks.

For international customers, you will need to arrange and provide your own shipping label. As a courtesy, our team will provide you with a complementary discount code for use on a future order.

Advance Exchange
We will send you a replacement unit once we place a full charge for the product on your credit card based on the market value of the product. We will provide you a label to ship the defective unit back to us and once we received the defective product and reviewed its content, we will refund the full price that you paid for. 

NOTE: Not all products are eligible for advance exchange

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.